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Casework Lead - Digital - Eurofins - Teddington

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Casework Lead - Digital - Eurofins - Teddington

Post Posted: Oct 10, 18 08:46

About Us

Eurofins Scientific is a leading international group of laboratories with over EUR 3.5 billion annual sales and nearly 40,000 employees with a network of 400 laboratories in over 40 countries. Eurofins has a network of over 30sites in the UK and the Group provides an unparalleled range of over 100,000 reliable and validated analytical methods and support services to the pharmaceutical, food, environmental and consumer product industries, and to governments.
Eurofins Scientific acquired the forensic arm of LGC Group in October 2017 and Eurofins Forensic Services (EFS) was created as a discrete business within the Eurofins group. EFS employs nearly 700 staff across 7 sites in the UK and is the market leader for the provision of forensic services to the Police forces of England and Wales, as well as other commercial organisations and public sector bodies and is the largest private forensic service provider in Europe. All of our forensic analytical services are accredited to the ISO17025 international quality standard and are subject to regular review and scrutiny by the United Kingdom Accreditation Service (UKAS).

The Role

The primary purpose of this role is to ensure that direct reports execute all aspects of their work to the quality and TRTs required by our customers and in the most cost effective manner possible.
Additionally, all casework team leads will have a scientific role (e.g. Investigator) so those specific job descriptions need to be read in conjunction with this one.

Key Responsibilities and Accountabilities

• Working with the Ops Manager to achieve organisational goals, as demonstrated through KPIs (quality, productivity, communication & development).
• Agreeing priority tasks and targets in conjunction with individual team members to ensure that target dates & TRTs are met and that WIP is invoiced in a timely manner.
• Enabling team members to meet targets / priority tasks by identifying and making available required resource
• In conjunction with the Ops Manager continuously monitoring performance of individual team members and assisting in any required remedial actions, such as reviewing outstanding WIP for individuals and monitoring upcoming delivery dates and meeting of TRT’s for individuals within their team.
• Seek continual improvement of methodology and processes that will have a positive impact on quality and effectiveness
• Carrying out performance appraisals with individual casework team members
• Overseeing mentoring and professional development of team members. When necessary, liaising with other team leads and managers to identify resource from outside the team
• Be responsible for controlling the extractions with their team (e.g. annual leave, conferences, court etc.) to ensure targets are set
• Provide Ops Manager with weekly updates on team performance
• Assist with daily case allocation

In addition to the above primary purpose, the role holder will be expected to undertake his/her own casework. Targets will be set, recognising the number direct reports in the team, as agreed by Ops Manager during PDR.

• Casework team leads are responsible for their own as well as their teams performance levels
• Line / Operational task management for their own teams workload to deal with planned or un-planned extractions within the team (e.g. illness, annual leave, court etc.) to ensure targets are met.
• Communicate effectively with the customer throughout the whole case process to ensure expectations are understood and adhered to. This includes scientific aspects in addition to authorisation / financial obligations and delivery dates.

Required Knowledge, Experience and Technical Skills

• Demonstrated knowledge and adherence to the required Customer Operational Protocols, Standard Operating Procedures, Quality Management System, Health & Safety documents and CPS requirements.
• Sufficient casework experience to identify and understand the issues likely to arise in the types of cases processed in teams, both technically and case management related.
• Good general business awareness and solid understanding of the various contractual requirements of customers served by teams / sites


• Demonstrate ownership of issues that arise within the day to day running of a case load. Only escalating when necessary to the Ops Manager when necessary.
• Be responsible for thinking about the standard operating procedures, customer operating protocols and validation / verification documents and provide continuous improvement ideas to the relevant parties.
• Maintains clear communications with customers, clarifying expectations and monitoring satisfaction levels. Viewing problems and opportunities from a customer perspective. Seeking information about the real underlying needs of the customer beyond those expressed initially.
• Communicate and work co-operatively with others (within the team, with other departments / sites or external associates) focussing on a collective rather than individual goal.
• Demonstrate initiative; adopting a pro-active attitude to continuous improvement within the areas of technical, quality and efficiency.
• Act as a role model for their direct reports.

Due to the highly sensitive nature of the work, applicants should note that security clearance is required for this role. To gain security clearance you must have three years continuous residency in the UK. Criminal convictions may prevent you from gaining security clearance. This role may in addition require random alcohol/drug screening.

Salary: Competitive
Location: Teddington
Contract: Permanent
Hours: 37.5
Closing date: 19th October 2018

To apply, please forward your CV to Ceri.Walsh @ lgcgroup.com